Lenovo laptop warranty?

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esawers

551 posts

Ultimate Geek

#208086 26-Jan-2017 09:44

My aunty bought a Lenovo B41 laptop from PBtech as a BYOD device for her grandson starting high school next week. Its 2 months old but has only been used since Christmas, and now its not booting at all. When we plug the adaptor in the green led shows, but the machine doesn't power up when you push the power button.

I was on the phone to Lenovo yesterday, who told me how to do a 1 step recovery, which appeared to work, the machine boots into windows, unfortunately it appears to be the power button that's at fault as when we power the laptop off it wont power on unless you use the recovery pinhole.

Lenovo tells me that because the machine has an Australian serial number they can't help me if it needs hardware repairs.

Is this correct? I would have assumed the AUS and NZ models were identical, or does PBtech parallel import these machines?

On a side note PBtech have been horrible to deal with for after support.

xpd

Geek @ Coastguard NZ
13765 posts

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#1709825 26-Jan-2017 09:51

PB does bring in stuff from overseas quite often, its how they keep their prices low.

Unfortunately you need to goto PB and claim it under warranty - they should be able to sort it out easily.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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D.W

725 posts

Ultimate Geek

#1709827 26-Jan-2017 09:52

If you can easily reproduce the issue I'd take it into PB, show them and leave them no choice but to resolve the issue.

jonb

1771 posts

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Trusted

#1709833 26-Jan-2017 09:58

Take it to PB Tech, and they can replace or refund. My Lenovo laptop got sent to Lenovo for repairs, but after two months it still wasn't returned. In my experience Lenovo don't bother repairing, so if PB Tech agree to send it for hardware repair, keep requesting for updates and get a refund if there it is gone for more than two weeks.

esawers

551 posts

Ultimate Geek

#1709834 26-Jan-2017 10:00

Great (or not so great), thanks everyone

Bit of a pain with him starting high school next week

tardtasticx

3075 posts

Uber Geek

#1709847 26-Jan-2017 10:11

If you need a replacement urgently you could try rejecting it as a major failure. Under the CGA you can reject an item for major failure and request a refund or replacement. They don't really explain what that major failure is but I doubt you'd have a hard time proving not being able to power on the device at all is quote substantial.

Don't be rude when you try to do this tho lol. Bring polite goes further :-)

esawers

551 posts

Ultimate Geek

#1709854 26-Jan-2017 10:19

IF they offer a replacement do I have the right to request a refund?

CGA says I do, but I would use that as a last resort.

tardtasticx

3075 posts

Uber Geek

#1709879 26-Jan-2017 10:41

esawers:
IF they offer a replacement do I have the right to request a refund?

CGA says I do, but I would use that as a last resort.

You have the right to. But depending on the circumstances they may be within their rights to say no as well.
I think if they give a new replacement accept it. If they offer a refurbished unit do not accept it. If you do want a refund then deffo ask it can't hurt.

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1101

3122 posts

Uber Geek

#1710118 26-Jan-2017 15:13

esawers:

IF they offer a replacement do I have the right to request a refund?

CGA says I do, but I would use that as a last resort.

Many companies/retailers/etc have zero regard for the CGA and will just pretend it doesnt exist (from experience, being in the IT sector)
You might have to fight tooth & nail for for rights under the CGA
I would go into PB, show them the issue . It may be a simple tweek to fix it.

"the machine boots into windows, unfortunately it appears to be the power button that's at fault as when we power the laptop off it wont power on unless you use the recovery pinhole.
It might be a Win10 fast startup issue (ie a bug, not a real hardware fault ) . Try disabling WIn10 fast start (google it)

mattwnz

20141 posts

Uber Geek

#1710137 26-Jan-2017 15:49

tardtasticx: If you need a replacement urgently you could try rejecting it as a major failure. Under the CGA you can reject an item for major failure and request a refund or replacement. They don't really explain what that major failure is but I doubt you'd have a hard time proving not being able to power on the device at all is quote substantial.

Don't be rude when you try to do this tho lol. Bring polite goes further :-)

A faulty button isn't necessary substantial. If it was the entire motherboard, then that possibly is. The best thing to do is contact he company and see what they will do.

esawers

551 posts

Ultimate Geek

#1710140 26-Jan-2017 15:58

1101:
esawers:

IF they offer a replacement do I have the right to request a refund?

CGA says I do, but I would use that as a last resort.

Many companies/retailers/etc have zero regard for the CGA and will just pretend it doesnt exist (from experience, being in the IT sector)
You might have to fight tooth & nail for for rights under the CGA
I would go into PB, show them the issue . It may be a simple tweek to fix it.

"the machine boots into windows, unfortunately it appears to be the power button that's at fault as when we power the laptop off it wont power on unless you use the recovery pinhole.
It might be a Win10 fast startup issue (ie a bug, not a real hardware fault ) . Try disabling WIn10 fast start (google it)

The machine has had a complete factory restore and still won't start using the power button
Would this still be an option?

mattwnz

20141 posts

Uber Geek

#1710146 26-Jan-2017 16:02

1101:

"the machine boots into windows, unfortunately it appears to be the power button that's at fault as when we power the laptop off it wont power on unless you use the recovery pinhole.
It might be a Win10 fast startup issue (ie a bug, not a real hardware fault ) . Try disabling WIn10 fast start (google it)

If that was the case, then the call centre worker should have checked that, as don't OEM providers have to also provide software support for windows? Otherwise I presume they wouldn't have said that it was hardware related.

esawers

551 posts

Ultimate Geek

#1710301 26-Jan-2017 21:21

PB tech came to the party and swapped it out :)

gb67

44 posts

Geek

#1710314 26-Jan-2017 21:43

Never had an issue with PB Tech with warranty or refunds for faulty.